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Customer Success Specialist

Location: Ottawa, ON
Posted on: June 13, 2022

At March Networks, our goal is to create a positive working environment where all of our employees can thrive. When you join our team, you’ll enjoy flexibility and support for a healthy work-life balance, as well as the professional development opportunities needed to advance your career. You’ll be part of a growing global technology company that encourages teamwork and innovation, and where friendships are forged with colleagues all over the world. Our employees enjoy a comprehensive Total Rewards Package including attractive time-off policies and an annual bonus plan. At March Networks, we value your hard work, creativity and your passionate desire to deliver only the best to our customers, partners and each other.

Opportunity:

Reporting to the Customer Success Manager, the Customer Success Specialist will join our Ottawa based Professional Services team to onboard our Managed Services customers on a range of software products and services.

This position will be instrumental in allowing our customers to take full advantage of our Managed services offering by establishing a strong relationship with each customer, continually driving the value of our solutions, maintaining customer retention, and ensuring their overall success.

Your exemplary customer communication skills, ability to resolve technical challenges, and enthusiasm to demonstrate our market leading products, will make you the ideal candidate.

Duties and Responsibilities:

  • Onboarding new customers through post-installation checklist, user account creation, software training, and periodic call-ins
  • Be a trusted advisor to multiple people within each account and become their advocate within March Networks
  • Provide best practices and deliver clear value on the service’s features, for each customer, based on their needs
  • Introduce the customers to our self-help portal and continuously monitor their success
  • Manage escalations from customers quickly and efficiently within March Networks

Qualifications:

  • University Degree, College Diploma, and/or Post Graduate Certificate
  • 2 years of experience in a customer-facing role in technology with experience across a global enterprise customer base
  • 2-5 years of experience providing exceptional customer service and support to customers
  • Experience with Microsoft Office (Word, PowerPoint, Excel)
  • Experience providing webinars with applications like GoToMeeting, Join.me, Adobe Connect, etc.
  • Ability to understand an issue and propose solutions
  • Ability to trouble-shoot issues quickly under time pressure
  • Ability to learn and understand networking equipment as well as Cloud infrastructure
  • Ability to monitor (at high level) distributed systems on an IP infrastructure
  • Ability to work independently with the support of corporate teams
  • Ability to speak to small groups of people and hold interactive conversations through webinars
  • Motivated and driven to share knowledge and learn from others
  • Excellent verbal and written communication skills
  • Excellent time management and organizational skills

Assets:

  • SQL, DBMS, CodeBase, Database administration
  • Windows Server administration knowledge
  • Fluency in other languages such as Spanish, French, and Italian
  • Experience coordinating and managing multiple projects simultaneously

Special Requirements:

This position will require you to support customers and March Networks employees in international time zones. Occasional flexibility outside of regular 9-5 hours is required.

March Networks is an equal opportunity employer and supports a diverse workforce.

Accommodations are available upon request for candidates taking part in all aspects of the selection process. Applicants can make their accommodation needs known to us in their cover letter.

Apply now
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